Interview Query Previews and Responses for Kohl's in 2025
Preparing for an interview at Kohl's? Here's a list of the top 10 interview questions you might encounter, along with answers designed to showcase your professionalism, adaptability, and dedication to excellent customer service.
Kohl's highly values dedicated, skilled employees with creativity and problem-solving abilities, and their interview questions typically reflect this focus. Each answer demonstrates your ability to address customer concerns professionally, upsell items effectively, manage inventory efficiently, multitask without compromising customer service, and more, all while upholding the brand's reputation.
1. A Difficult Customer
To demonstrate a positive approach to problem-solving, you can utilize the following sample answer:
Upon encountering a dissatisfied customer, I would first listen attentively to their complaint, allowing them to fully express their concerns without interruption. To gather more information, I might ask clarifying questions, ensuring I fully understand the issue at hand.
I would then offer a sincere apology for their inconvenience, even if it was not our fault. Offering various solutions, based on the nature of the problem, I could propose options like a full refund or product exchange if the item was faulty or did not meet their expectations. In the event of a service-related issue, I would collaborate with the relevant departments to promptly address the matter.
Remaining professional throughout the encounter, even when the customer became unreasonable, I would also seek guidance from a supervisor or manager, if needed, to introduce more satisfactory solutions to the customer.
2. Sales Increases and Upselling
To showcase your upselling skills and boost shopping experience, use an example answer like this:
Yes, I have effectively upsold items and found creative ways to increase sales in the past. At my previous retail store, I reorganized product displays, making them more noticeable and accessible, which significantly increased sales for those items.
In addition, I would recommend complementary products to customers based on their original purchase, such as offering matching accessories or shoes with a dress.
3. Store Discounts and Promotions
To demonstrate your strategic abilities in planning and executing promotions, consider this example answer:
Yes, I have worked with store discounts and promotions, and my experience has taught me the importance of understanding consumer behavior and pricing strategies' impact on sales performance.
At a previous retail store, I was responsible for creating and implementing promotional campaigns to drive sales and attract customers. I kept a close eye on sales data and customer trends to identify opportunities for successful promotions.
One of my most successful strategies was implementing a seasonal clearance sale to clear inventory and attract bargain hunters, which led to a significant increase in sales during that period. I also introduced a customer loyalty program offering rewards, discounts, and early access to new products to encourage long-term relationships with customers and generate consistent sales.
4. Organizing a Sales Floor During Peak Times
To show your ability to maintain an organized and tidy sales floor under pressure, you can use the following sample answer:
Throughout the day, I would continuously check and restock shelves, ensuring they remained well-organized and visually appealing. In the event of an accident, such as a spill, I would promptly clean it up with appropriate cleaning supplies, maintaining customer flow. During peak hours, I would address high-demand gaps in displays by filling them with similar items or temporarily rearranging products for easier accessibility.
By analyzing past sales data, I could identify customer shopping patterns, enabling me to anticipate peak hours and prepare accordingly. For example, I might pre-stock some shelves with popular items or assign extra staff to high-traffic areas for additional support.
Good teamwork and collaboration are essential, so I would communicate with my colleagues, offering assistance with restocking shelves, straightening displays, or addressing customer concerns as needed.
5. Multitasking Between Register Operation, Store Maintenance, and Customer Assistance
Demonstrate your ability to juggle responsibilities with this sample answer:
Yes. In busy situations, I prioritize tasks and adapt to changing demands, ensuring excellent customer service. During my time at a previous retail store, I multitasked between register operation, store maintenance, and customer assistance.
For example, during a particularly busy Saturday afternoon, I briefly paused register duties to address disarray in the shoe display, reorganizing it for better visibility. I then returned to the register, addressing a customer's inquiry while remaining aware of my surroundings.
6. Inventory Management
Show your skills in maintaining optimal inventory with this example answer:
I would conduct regular stock checks, comparing recorded inventory with the actual quantity on shelves, in stockrooms, and in transit. When permitted, I would implement barcode scanners and automated ordering systems to reduce manual errors and streamline inventory management tasks.
I would analyze historical sales data and customer trends to make more accurate demand forecasts. Based on these projections, I would place orders, ensuring popular items were always in stock while minimizing excess inventory.
Shrinkage, or inventory loss due to theft, damage, or misplacement, could significantly impact profitability. To address this issue, I would use inventory tracking software, consult with colleagues, and review security footage as needed.
Clear communication and collaboration with buyers, merchandisers, and store associates were crucial for ensuring inventory levels aligned with our sales goals and addressing any discrepancies promptly.
7. No Receipt Returns
Learn how to handle this difficult situation with this sample answer:
While Kohl's generally accepts returns without receipts, we must verify the customer's purchase and ensure their request falls within the return policy.
In this scenario, I would inquire about the purchase date, using customer-friendly language and expressing empathy for their inconvenience. If they cannot provide a purchase date but offer specific details about the item, I could search the store's system, consult with colleagues, or even review security footage to find matching transactions.
If no purchase details were provided at all, I would apologize for not being able to assist further and politely explain Kohl's return policy. I would also suggest they reach out to their bank or credit card company to get more information about their purchase history, if possible.
8. Staying Updated on Fashion Trends
To showcase your fashion-forward approach, use this example answer:
I would subscribe to leading fashion magazines and websites, such as Vogue and Elle, and engage with the fashion industry on social media platforms like Instagram, Pinterest, and TikTok. I would also follow influential bloggers, fashionistas, designers, and brands to stay informed about trends and upcoming collections.
Interacting directly with customers is invaluable for understanding their preferences and aspired styles. I would speak with customers, analyze shopping patterns, and assess trends in the store's best-selling items to determine successful strategies for Kohl's customer base.
9. Going the Extra Mile for a Customer
To highlight your creativity, initiative, and problem-solving abilities, you can use this example answer:
One such instance happened at my previous retail store, where an elderly man wanted a particular brand of walking shoes he had worn for years, but they were no longer available in his size.
I contacted the manufacturer, arranging for the shoes to be shipped if they were available. After locating them at another store, I phoned the man to share the good news and made arrangements for the shoes' delivery.
10. Why Do You Want to Work for Kohl's?
To demonstrate your familiarity with Kohl's and your interest in joining the company, consider this sample answer:
Kohl's reputation as a leading omnichannel retailer with a commitment to customer satisfaction and employee development has drawn me to this job opportunity. I am particularly fascinated by the brand's focus on providing seamless shopping experiences, whether customers browse in-store, online, or via the mobile app.
Coupled with my passion for fashion and trends, I believe that my skills and experience align perfectly with Kohl's values and goals. I am eager to contribute to the company's continued growth and success.
- To exhibit a strong understanding of 'environment', one could discuss initiatives they might propose to reduce Kohl's carbon footprint, such as energy-efficient lighting or encouraging paperless transactions.
- In the context of 'education-and-self-development', an answer could reveal the candidate's commitment to lifelong learning and professional growth, citing examples like attending industry conferences or pursuing online courses to stay updated on retail trends and best practices.
- To demonstrate adaptability and innovation in 'career-development', a candidate could discuss how they would use technology to enhance store operations and customer engagement, such as integrating Augmented Reality (AR) experiences or using AI for smart inventory management.
- While discussing 'relationships', one might discuss their ability to build strong relationships with team members and customers through open communication, collaboration, and empathy, creating a positive and welcoming store environment.
- Answering 'news' questions, a candidate could talk about following retail news aggregators or industry publications to stay informed about market trends, policies, and competitor updates. This knowledge would allow them to anticipate challenges and adapt to changes in the retail landscape.
- In the realm of 'fashion', a candidate could highlight their ability to curate visually appealing and easy-to-navigate store displays that showcase the latest styles and trends relevant to Kohl's target audience.
- To address 'history' questions, a candidate could discuss the evolution of retailing and Kohl's significant role in shaping the industry, focusing on key milestones, strategic initiatives, and the brand's evolution over time.
